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A worldwide IT support company has need for an IT Apprentice to help support one of their offices in South Yorkshire. The chosen apprentice will help drive innovation within their department.
KEY DUTIES
Provide technical support; answering support queries via phone, email & self service
Supporting users via remote assistance, providing a high level of resolution at first contact
To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
To take ownership of user Incidents and be proactive when dealing with user issues
To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
Respond to requests from users and help them resolve hardware or software requirements
Support users in the use of IT equipment by providing necessary guidance and advice
To escalate more complex calls having captured all relevant information in the ticket
CANDIDATE REQUIREMENTS
Independent skills
Team work skills
Organisational skills
Good written and oral communication skills
Self-Motivated
